Regional Service Manager

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

Ensure that operating region has an environment that promotes safety and quality for employees and performs with the highest levels of operational excellence in mind. Assist with growing revenue for service and sales teams by ensuring that safety, quality and training all continue to advance the service team and to ensure Edwards is First in Mind- First in Choice for all Edwards service support opportunities. Regional Service Manager will be responsible for the management of Onsite Team Leaders/Onsite Service Technicians (OST)/Onsite Service Engineers (OSE)/Field Service and other personnel utilized in support of the region. The Regional Service Manager will support customer escalations and may participate in customer's various equipment improvements teams, ramp teams, tool down escalation meetings, safety meetings, management reviews, etc., as requested. Regional Service Manager will plan and support coordination and scheduling of both classroom and on-the-job training with regional teams as required. This will include cross training programs to maintain and improve the skills of the OST/OSE/FSE's and customer's factory personnel assigned to Seller's Equipment. Regional Service Manager will also be trained in technical operation of equipment in order to be next level escalation for issues and to improve interface with factory support when required.

Primary Duties:

• Formulates and executes the Service operation strategies and objectives for the region.
• To manage all aspects of safety for Field Service team including proactive improvement plans and participation in host customer safety programs and initiatives.
• Manage the scope of supply to the terms of the contract plus additional chargeable (or internally recovered) services.
• Establishes and staffs the region with appropriate personnel to ensure commitments and expectations are met.
• Manage the profitability of contracts to meet or beat budget for Field Service Revenue.
• Identifies, delivers and reports "customer added value" activities to demonstrate the contribution of Edwards to the achievement of customer goals beyond the letter of our contractual commitments.
• Monitors performance of the customer sites to ensure product(s) focus and service procedures are maintained which meet the customer's corporate needs.
• Assists in negotiations and development of the Service contracts for Edwards.
• Ensures subordinates receive proper training to enable them to perform their jobs more efficiently.
• Identifies customer key site personnel and establishes frequent and open discussions to ensure continued growth.
• Monitors competitor's activity and reports such activity factually and promptly.
• Prepares monthly reports to include but not limited to; performance of site metrics, service issues, personnel movement, delivery issues, future expected business (forecasting) and competitive positions.
• Organizes work schedules for subordinates to include both standard and after-hours support which is consistent with the Service contracts or regional support.
• Manages inventory effectively to minimize value held and to avoid financial write downs and write-offs.
• Participates actively in at least one quality project during the fiscal year and ensures subordinates do likewise.
• Conducts, at a minimum, a monthly meeting with staff to discuss objectives, performance measurements, safety issues, and policy changes (if necessary), to ensure complete customer satisfaction.
• Develops personal growth and training program for regional Service team to improve skill base and business knowledge to allow multiple avenues of advancement within the organization.
• Participates in the planning and administering of procedures and budgets to meet the meet the business objectives.
• Reviews departmental controls monthly.
• Ensures modifications are included in job descriptions, training programs, or other documentation.
• Reviews housekeeping practice(s) and ensures area(s) are kept orderly and free of hazards.
• Develops in-depth customer profile, by site, to include organizational charts, current Edwards's product installation by process, opportunities, total Edwards's business.
• Assesses needs, arranges for or provides required training in job skills, safe work practices, and quality. Conducts new employee orientations in work practices, policies/procedures, and safety. Documents all training sessions and submits reports to Human Resources.
• Creates and ensure compliance with department specific safety procedures, rules, and objectives. Incorporates employees' safety-related responsibilities into their job descriptions and evaluates performance against their objectives.
• Conducts regular job-task analysis to determine risks and required safeguards. Provides appropriate tools and evaluates employees' ability to perform tasks safely.
• Strictly adheres to PPE requirements and all safety rules. Attempts to perform only those tasks for which proper training has been received. Reports any observed hazards to supervisor. Participates in corrective measures when appropriate. Maintains a neat and orderly personal area.
• Performs special assignments as required by manager.

SAFETY REQUIREMENTS:

• Trained in all company and customer safety programs.
• Through observations of work area(s), is alert to and avoids unsafe behaviors and conditions or other hazards. Reports any observed hazards to supervisor. Participates in corrective measures when appropriate or authorized. Maintains personal area in an orderly fashion, free of hazards.
• Responsible for compliance with all relevant legislation: i.e. OSHA standards, EPA regulations, etc.
• Develops and conducts department safety surveys covering work methods and conditions according to prescribed schedule. Conducts regular safety talks.
• Conducts thorough accident and incident investigations and implements or arranges for indicated corrective/preventive actions. Completes and submits all required reports within 24 hours of incident.
• Becomes familiar with and practices all safety procedures. Seeks clarification or additional information when required. Demonstrate strict adhere to requirements for all safety rules within individual actions and team management.
• Fully participates in assigned training programs to enable individual support and team-based qualification growth.

What We Expect of You?

Education level

• Bachelor's degree level education in mechanical, electrical, chemical engineering or Master's degree in business management.

Relevant Previous Experience

• 10+ years with a Work experience in one of the following areas; Technical Support, Equipment Service and training and 5+ years managing a department, section or similar group.

Knowledge areas/Skills

• Strong management experience working in a high focus and dynamic environment.
• Strong written and oral communication and presentation skills.
• Perceives self as a "revenue generator" service person.
• Must have proven leadership skills and be able to work within an empowered team framework effectively.
• Proven ability to conceive and implement operational plans and achieve the goals set out by them.
• Must be able to handle multiple tasks simultaneously while maintaining poise under pressure.
• Experience with high vacuum and or exhaust or abatement systems are desirable, as is experience within relevant aspects of the semiconductor manufacturing industry.
• Customer orientated, direct, and assertive, ambitious, enthusiastic, tactful and diplomatic, perseverance, tenacity and good international communicating skills.

Other requirements

• Must be available to travel 40% to support New York and Idaho customers.
• Trained in all company and customer safety programs. Through observations of work area(s), is alert to and avoids unsafe behaviors and conditions or other hazards. Reports any observed hazards to supervisor.
• Participates in corrective measures when appropriate or authorized. Maintains personal area in an orderly fashion, free of hazards.
• Responsible for compliance with all relevant legislation: i.e. OSHA standards, EPA regulations, etc.
• Develops and conducts department safety surveys covering work methods and conditions according to prescribed schedule. Conducts regular safety talks.
• Conducts thorough accident and incident investigations and implements or arranges for indicated corrective/preventive actions. Completes and submits all required reports within 24 hours of incident.
• Becomes familiar with and practices all safety procedures. Seeks clarification or additional information when required. Demonstrate strict adhere to requirements for all safety rules within individual actions and team management.
• Fully participates in assigned training programs to enable individual support and team-based qualification growth.

What you Can Expect of Us?

Edwards is a global leader of vacuum and abatement systems. We are proud to lead the industry, pushing the boundaries of science to deliver innovative products which are intrinsic to everyday life, working in partnership with our customers and continually setting new standards. With over 100 years of rich heritage, Edwards is the partner of choice for tens of thousands of customers in critical applications around the world. Vacuum is required in diverse sectors, from the generation of power to the production of steel, to the challenging environments of space simulation and high energy physics research.

At Edwards, we believe there is always a better way. Our employees are full of ideas. When looking to add a new team member, we are looking for someone that can appreciate what the Edwards Team has done and bring their new ideas and perspective to enhance where we can go. At Edwards you get to be part of something big; we work globally, but also get the opportunity make a difference locally in our own discipline. We work hard to attract, motivate, develop and retain the best talent from the diversity of people across the globe. Our vision to be First in Mind, First in Choice relies on this strategy. We are an Equal Opportunity Employer.

For more information about Edwards visit our website: www.edwardsvacuum.com.

A division of Atlas Copco

About Edwards

Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.

Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.

Diverse by nature and inclusive by choice Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.